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VENDOR: SLA Compliance

  • Updated

Vendors are expected to meet SLA expectations on 80% of their opportunities & recurring services. Meeting the 80% expectation means you are in-compliance. Non-compliance can result in loss of opportunities or associated penalty fees.

 

Workflows to stay compliant:

  • Respond by submitting an Estimate, Walkthrough, Scope Clarification, or Decline Jobs within 24 hours, or within 2 hours for emergencies:
      1. Navigate to your Dashboard tab located in the left column. Filter by Status, Type, and Service Line to locate the desired opportunity.
      2. Click on Take Action to see further detail and review your calls to action at the top of the page.
      3. To Respond, select Submit an Estimate, Submit a Walkthrough, Clarify Scope of Work, or Decline. Outline your response, and Submit.
      4. Your response will be sent to the Client for review. Once approved you will receive notification
  • Marking Jobs, both On-demand Opportunities and Recurring Services Complete within 24 hours of scheduled date:

For One Time Services:

  1. Locate the desired opportunity. A scheduled opportunity may be found on your Dashboard tab under the Scheduled Status or on your Calendar tab. 
  2. Click on Take Action to see further detail and review your calls to action at the top of the page. Select Complete Job.
  3. You will be asked to fill out at least one of the following: Summary of Work Completed, Completion Photos, and/or Completion Report. You may also outline your own Invoice / Job Reference number.
  4. Select Complete Job. By completing the job you have begun the invoicing process. Payment can be tracked using your Invoices tab. 
  5. If the job is NOT complete, you may request to Reschedule [Schedule Change] or open a Change Order if additional funds are needed.

For Recurring Services:

  1. Navigate to the Recurring Services tab located on the left column. Locate the desired job under Upcoming Visits.
  2. Click on the Actions drop-down to the right of the corresponding job.
  3. Select Mark Complete. By completing the job you have begun the invoicing process. Payment can be tracked using your Invoices tab.
  4. If the visit is NOT complete, you can request a New Visit Time/ Schedule or Cancel.


For Ticketing Services (DCA):

  1. Navigate to your Actionable Tickets tab located on the left column and use ticket filters to navigate to a specific ticket. Remember to check the Client, Location, and PIck-up/Drop-off dates.
  2. On the right-hand side, you will see your Actions.
  3. You may then Edit / Create Ticket to review the Articles Of Clothing and adjust if necessary.
  4. Mark the ticket as Dropped Off and Save.

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